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1 JST/RISTEX JST/RISTEX Research Institute of Science and Technology for Society (RISTEX), Japan Science and Technology Agency (JST)
2 H22H23 4.
3 SPRING H196H JST/RISTEX
4 NP O PDCA Service Science, Management & Engineering
5 21
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10 H22 A A B B 10 Japan Science and Technology/RISTEX
11 H23 A A B B B : Japan Science and Technology/RISTEX
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13 Applicability of Unique CharacterisMcs of Services to Different Types of Services Service Category Involving Physical Acts to Customers Bodies Physical Acts to Owned Objects Nonphysical Acts to Customers Minds Processing of Information Intangibility Misleading Misleading Yes Yes Heterogeneity Yes Numerous exceptions Numerous exceptions Numerous exceptions Inseparability of production and consumption Yes No Only when performance is delivered live Many exceptions Perishability cannot be inventoried after production Yes Yes Numerous exceptions Many exceptions Ref 1: Principles of Service Marketing and Management by Christopher H. Lovelock
14 Service Dominant Logic Ref 2: Stephen L. Vargo, Robert F. Lusch, Evolving to a New Dominant Logic for Marketing, Journal of Marketing, 68, January, 2004, 1-17.
15 Service, Service Systems, Service Science Service is the applicamon of competences (knowledge and skills) by one enmty for the benefit of another Service systems is value- creamon configuramons (an arrangement of resources connected to other systems by value proposimons) Service science is the study of service systems and of the co- creamon of value within complex constellamons of integrated resources Ref 3: Vargo, Stephen L. Paul P. Maglio and Melissa Archpru Akaka (2008), "On value and value co-creation: A service systems and service logic perspective" European Management Journal 26, pp
16 Service Science related disciplines Business & OrganizaMon Supply chain management CogniMve science and psychology Complex adapmve systems theory Industrial engineering (IE) and systems Industrial and process automamon Knowledge management Management of informamon systems Management of technology & innovamon MarkeMng and customer knowledge MathemaMcs and non- linear dynamics OperaMons management (OM) OperaMonal research (OR) OrganizaMon theory and learning Project management Queuing theory SimulaMon, modeling visualizamon Sociology and anthropology Strategy and finance Systems dynamics theory and design Total quality management, lean, six sigma InformaMon System design and so`ware architecture People Ref 4: Succeeding through service innovamon hdp:// Technology
17 Business & Organiza.on Informa.on People A B Technology
18 Business & Organiza.on Informa.on People A Technology B
19 CS/ES)
20 SDL CS/ES)
21 S3FIRE Program / Project Ref 5: Yuriko Sawatani, and Y. Fujigaki, Service Research Model for Value Co-Creation, PICMET, 2011
22 2010 3Q 4Q Q 2Q 3Q 4Q Q 2Q 3Q 4Q Q 2Q 3Q 4Q Q 2Q Human side of Service Engineering AMA S- SIG? ORAISRII Japan Science and Technology/RISTEX
23 参加者募集中 7月21 25 サンフランシスコ Global Perspectives on Service Science: Japan 日本の研究開発版 Call for Chapter 23
24 SSME) hdp://
25 Thank you for listening!
26 1. Christopher H. Lovelock, Principles of Service Marketing and Management 2. Stephen L. Vargo, Robert F. Lusch, Evolving to a New Dominant Logic for Marketing, Journal of Marketing, 68, January, 2004, pp Stephen L. Vargo, Paul P. Maglio and Melissa Archpru Akaka, "On value and value co-creation: A service systems and service logic perspective" European Management Journal 26, 2008, pp Succeeding through service innovation 5. Yuriko Sawatani, and Y. Fujigaki, Service Research Model for Value Co-Creation, Proceeding of PICMET Conference, 2011.
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